Today’s blog is brought to us by the letter D.
There are things patients think that they do not tell the people who work in hospitals. Some, but not many people who work in hospitals know what patients think. The more senior the hospital person, the more acronyms they have on their business card, the less likely they are to know.
Here is a hint. The people who answer the phones, and the people who do the billing know them. And I bet they have tried to share their knowledge, but nobody listens to them.
The physicians, nurses, therapists, dieticians, and laboratory technicians all know what their patients think about their healthcare.
The people who answer the phones, the people who do the scheduling, those doing the admitting, and those doing the billing and collections know what their customers think.
The person doing all of this thinking is the patient. It is also the customer. The patient is the customer. They are both patient and customer. But very few people on the clinical side, and perhaps fewer still in executive roles seem to get it.
Patients have to accomplish two things when they deal with the hospital.
- They have to be treated by the hospital
- They have to do business with the hospital
Their experience, the total quality of their encounter with your organization (TQE), the bit about whether they will ever return, will ever refer your organization, will pay their bill, is the level of satisfaction of their combined experiences of A and B.
If you are exceptional at treating patients—A, and someone finds that you are exceedingly difficult to do business with, that someone will not do business with you again.
You know your level of patient experience—A—down to a gnat’s eyelash of accuracy. You beat it up like you are playing whack-A-mol. You measure it, you have committees empowered to improve it, you buy data to analyze it, and you hires coaches to improve it. Smile.
How easy are you to do business with? Oh, really?
I think it is fair to say that almost nobody at a senior level knows if your hospital is easy to do business with—B. Nothing is measured, there are no committees, and it is not being analyzed. Heck, there probably has not been a project in the last three years that has even asked the question.
If this question has not been asked and innovatively answered since tablets became common place you do not even need to ask the question. You are not easy to do business with.
If you spent more money on your lobby than you spent on your digital and mobile (think website and customer portal—not the same thing as your patient portal) strategy, you do not even need to ask the question.
You are not easy do do business with.